FAQs

About Accounts and Orders

Do I have to provide my full address?

Yes, whether to ship to a packing station or a residential address, the full address including street name and receiver name is necessary.

Can I enter more than one receiver name when placing the order?

No, please enter only one receiver name for each order.

How can I change the address information?

Please check your order first. If it hasn’t been shipped yet, please write to us immediately to change the address information. But if the package has already been shipped, then the order information could not be changed.

How can I get the order number?

The order number could be found in the confirmation email or the invoice. (Please check the spam emails if you find no email from us in the inbox).  

Why can't I place my order successfully even if I followed the steps as the website shows?

The ordering process could be interrupted for the following 2 reasons:  

Firstly, the payment method that you use is not supported. Please use one of the payment methods shown on the product page. 

Secondly, we can not ship to your country or region yet.  

How to track my order?

After you have purchased our products, you can track the logistics by clicking "Track Your Order" on our website bottom.  

About Products

What do I need to consider when using it?

We recommend that you use our products with water-based lubricants and condoms. Please avoid using silicone-based lubricants as it could damage the surface of the toys. Condoms prevent the lubricant from getting inside the product and also decrease the risk of skin irritation for customers. 

How do I use the product?

 Please use the products strictly according to the instructions, especially the products controlled by remote control or App.

Are the products safe?

Our products are regularly tested by professional testing laboratories. In addition, the careful selection of materials, the effective quality management system and the strict adherence to quality standards ensure the safety of our products.

Do PVC products contain plasticizers?

Plasticizer is widely used in the production of PVC products. IUHDE doesn't use the Plasticizers that may cause health problems, but uses DINCH and other harmless plasticizers.

What do I need to consider when using it?

We recommend that you use our products with water-based lubricants and condoms. Please avoid using silicone-based lubricants as it could damage the surface of the toys. Condoms prevent the lubricant from getting inside the product and also decrease the risk of skin irritation for customers. 

Why does my toy smell?

This is because the products we sell not come from the dealers but the factory. The procedure from production to delivery costs generally just a few days, so the smell of the material itself has not evaporated completely. This is normal. Please do not worry about this. After washing the product with some water and soap, the smell will normally disappear. (Please be careful not to let water get inside the electronics while washing.) If the products still smell, please leave the item in an airy place for a few days. We recommend that customers who are sensitive to smells use products made of silicone or other materials which usually have less smell.

Cleaning and Storage

Tips: Place it within reach so that you can enjoy the toy at any time.

Caution: Please store it out of reach of children.

Will it be loud when I use it?

IUHDE understands that you may want to have fun alone, so the noise of our products is not loud. If you plan to enjoy yourself alone, please don't worry about being heard by your neighbors or family members or roommates in the next room.

Can I twist the toy?

Some of the toys are flexible and adjustable, you can bend them and change the angle of them according to your needs and experience the best pleasure.

Why does my product get a little hot?

In order to enhance the waterproofness of the product, IUHDE has designed the toys as seamless as possible, but the internal friction and vibration does generate a little heat. Therefore, the product may get a little hot after a period of use. Please do not worry and enjoy every happy moment with IUHDE.

How can I be sure I won't receive a product that has been used or contaminated?

We understand your concern. Please rest assured that we do not allow our customers to return any product that has been used. And to ensure that our customers receive clean, defect-free new products, we inspect and disinfect our products at the time of packaging. Our disinfection and inspection process is becoming increasingly stringent during the outbreak of corona. If you have further questions, please do not hesitate to contact our customer service.

WHY IS THE PRICE OF IUHDE SEX TOY LOWER THAN MANY ONLINE SEX SHOPS?

IUHDE is keeping to improve traditional sex toys with our advanced technology. Because The priority to us is customers. we created Sohimi to make everyone can enjoy pleasure with sex toys and provide the best user experience for them.

Shipping and Distribution

Delivery Time

Processed within business 1-2 days.

Delivered in 3~30 business days. (Depending on the inventory of each product and delivery address)

Packaging

In order to avoid embarrassment, IUHDE will pack the goods discreetly and there will be no product-related labels or text on the outside of the package.  

Which shipping company will deliver my order?

Our orders are primarily shipped by DHL. But sometimes we will ship the products via DPD, UPS, or a shipping agent. Please rest assured that we will deliver the package to any address within our delivery area with the most reliable express.

About the warranty

Warranty Period

Within six months after receiving the product, we will deal with the problem of the product for you free of charge, as long as it is not caused by human negligence.

In what case I can be eligible for warranty service

If the product does not work properly due to quality problems, you can feel free to contact us by email and attach relevant pictures and videos to your letter, then we will deal with the problem for you immediately. 

Order Cancellation and Returns

Can I cancel my online order?

In order for customers to receive their desired products as soon as possible, each order will be immediately transmitted to the shipping department, who will pack and ship the products as soon as possible. Once you receive your order confirmation email, unfortunately, the order can no longer be canceled, unless your order was prepaid. If you have not completed the transfer, then we will not process your order further without receiving payment.

Can I get a replacement if the product is defective?

If there is any quality problem with the product or if it is not working properly, please contact us immediately and send us pictures or videos of the defective product, then we will send you a replacement as soon as possible.

When will I receive my refund?

Refunds will be returned to your original payment account within 30 days. For other specific returns related matters, please click on our Return Policy page.